Chapter 1Front Desk Unit 1Room Reservation Unit 2Checkin Unit 3Changing the Room and Extending Stay Unit 4Foreign Currency Exchange Unit 5Checkout Unit 6Inquiry Service
Chapter 2Concierge Services Unit 1Bellman’s Services Unit 2Showing the Way to the Front Desk and the Room Unit 3Delivery of Luggage Unit 4Introducing Facilities & Services Unit 5Leftluggage Unit 6Other Services
Chapter 3Housekeeping Unit 1Cleaning the Room Unit 2Laundry Service Unit 3Introduction to Room Facilities Unit 4Maintenance Service Unit 5Replenishment of Amenities Unit 6Room Service Unit 7Lost and Found Unit 8Dealing with Emergency
Chapter 4Switchboard Service Unit 1Switch Lines Unit 2Services for the Rates of Calls Unit 3Morning Call Service
Chapter 5Serving at Meals Unit 1Reservation Unit 2Receiving the Guest Unit 3Taking Orders for Food Unit 4Rushing Orders Unit 5Paying the Bill Unit 6Buffet Service Unit 7Banquet Service Unit 8Dealing with Complaints
Chapter 6At the Bar Unit 1Recommendation at the Bar Unit 2Chatting with the Guest Unit 3Serving the Drunken Guest
Chapter 7Recreation and Entertainment Department Unit 1Health Center Unit 2Body Care Service Unit 3Bath Service Unit 4Recreational Service
Chapter 8Business Center Unit 1Secretarial Service Unit 2Ticketbooking Service Unit 3Offering Information Unit 4Entrusted Services
Chapter 9Shopping Arcade Unit 1Shopping Unit 2Telling the Price Unit 3Returning Goods Unit 4Handling Complaints
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